Hi Elsig,
Thanks for your post on the forums, I am sorry you're having trouble getting through to the downgrades team, we are having an influx of customers contacting our teams.
I am afraid we would not be able to help here on the forums with this particular issue.
However if you are still having issues chatting with someone, you can contact the team on 0345 454 1111, option 1, 4 then 2 again. The best time to call and avoid the call queue is 8am in the morning. Alternatively you can text them via our handy text service on 0753 305 1809.
Thanks,
Megan_L